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About the role
The Customer Success Manager is a commercially-aware, relationship-led role within the Revenue org. This role owns a portfolio of accounts, ensuring customers realize measurable value from the Horizon platform(s) and other associated product lines. They protect gross revenue retention (GRR) and influence net revenue retention (NRR) through deep adoption and health management.
What they're looking for
- 5+ years in Customer Success, Account Management, or a commercially-oriented post-sales role within a SaaS or analytics-driven environment
- Demonstrated experience managing a portfolio of accounts with measurable retention and adoption outcomes
- Exposure to energy, utilities, asset-intensive industries, or infrastructure software is strongly preferred
- Experience working alongside Account Executives in a land-and-expand model. Understands where CS ends and commercial ownership begins
- Commercially literate: understands GRR, NRR, churn mechanics, and how CS activity connects to revenue outcomes
- Confident facilitating executive-level QBRs without a technical resource in the room for standard accounts
More about this role
The Customer Success Manager is a commercially-aware, relationship-led role within the Revenue org. This role owns a portfolio of accounts, ensuring customers realize measurable value from the Horizon platform(s) and other associated product lines. They protect gross revenue retention (GRR) and influence net revenue retention (NRR) through deep adoption and health management.
This role reports to Customer Success leadership within the Revenue organization. The Customer Success Manager owns account health, adoption planning, customer-success plans, QBR execution, value realization, and early churn-risk escalation across an assigned portfolio.
The role partners closely with Account Executives, who retain ownership of commercial strategy, pricing, renewals, expansions, cross-sells, and contracting. The Customer Success Manager supports those motions by ensuring customer value is demonstrated before renewal, surfacing risks early, identifying qualified expansion signals, and providing relationship and health context.
The Customer Success Manager is not a technical delivery or implementation owner. They coordinate SMEs, TPMs, Product, and integration resources on behalf of the...
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